Support to the Development of Standards for Civil Service Provision

Country/Locality Kazakhstan
Overall project value (EUR)
Name of client
Government of Kazakhstan
Origin of funding
Starting date 01/2006
Ending date 12/2007
Partner Bannock Consulting Ltd.
Detailed description of project
The overall objective of the Support to the Development of Standards for Civil Service Provision project is to contribute to the development of an effective, professional, transparent and customer-orientated civil service in Kazakhstan. The specific objective of the project is to develop performance standards and performance indicators for the Kazakh civil service first in selected pilot ministries/agencies and Oblasts to be later executed to the whole public administration. Results to be achieved by the project include:
  • Customer Surveys on customer expectations from six selected ministries/agencies carried out by independent research institutions and published.
  • Customer service charters for selected ministries/agencies developed and published.
  • Guidelines for the organisation of consultations with customers developed using international best practise adapted to local conditions, published and distributed.
  • Guidelines for the development of customer service charters and performance indicators developed, published and distributed.
  • Capacity to carry out consultations with customers created in the selected pilot ministries/agencies.
  • Capacity to analyse results of customer surveys and create Charters in selected ministries/agencies.
  • Performance surveys carried out and published.
  • A pilot one stop shop set up in the city of Astana
Type of services provided
LGID is to advise civil servants and members of the public for development of performance standards and targets; development and improvement of one stop shops. In particular, LGID is to advise on the formation of focus groups to bring together civil servants of pilot ministries and members of the public; assist in the facilitation of focus groups in Almaty, Astana and Shymkent; analyse focus group data to assist ministries develop targets for standards; advise on the feedback of survey and performance data to citizens; advise the Ministry of Justice on the further development of its One Stop Shop programming; advise existing Once Stop Shops on process improvement to increase efficiency and improve customer service and attitudes; advise on performance monitoring systems for one stop shops; advise on good practise to ensure standardisation across once stop shops; and help develop roll-out plans for one stop shops